Renewal of Contact Offer

[Hildener]

I received an offer to renew my contract for my existing FTTP Package via Email. Logged into My BT and clicked renew and save only to be met with the package you have chosen is not available due to incompatibility with EETV ?. Anyway went on through the process and eventually completed the renewal. So the order appeared as complete no change to service status email confirmation sent. However no email arrived the order now shows as complete and closed and the contract end date has not changed. It would seem either the system has not updated or the order has been closed and not completed. Just wondering if anyone's also experienced this problem.

[Hildener]

Got an offer to renew and save on my current package via email. Logged into my BT personal deals and clicked on renew and save only to be informed the package you have chosen is not available. Clicked through the form and placed order which was raised and then closed with the message no change to package order complete and no change in contract end date. It would seem that you cannot renew and save only upgrade to another package so why send the offer in the first place? Surely this is sharp practice.

[chrisjp]

Not sure this is an instance of BT sharp practice. More likely another example of their incompetance!

[Alex_H]

Hi @Hildener,

I am sorry you are having an issue with placing a renewal order via your online account. I would recommend reaching out to one of our guides on 150 from a BT Mobile or 0800 783 1401 from any phone so they can access your account and help check what is causing this issue with your order.

Alex

[Hildener]

Yeah you are probably correct in that thought. The contract is not actually due for renewal until April so I will hang fire until the new year and then speak to someone from BT.  Although I suspect that what is going on is they really want you to transition to EE. I would prefer not to do that at this time.

[Hildener]

Yes I will contract someone in Customer Service after the holidays the contract is not due for renewal until April 2025. It seems that Incompetence has become a byword for BT these days. I also strongly suspect that they want everyone to transition to EE.